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CLV GROUP ONLINE AND MOBILE RESIDENT SERVICES
FREQUENTLY ASKED QUESTIONS
Last Updated February 22, 2016
Table of Contents Page 1. What are the CLV Group Online and Mobile Resident Tools? ............................... 2
2. How do I register to use CLV Group Online and Mobile Resident Tools? .............. 2
3. I forgot my password, how do I reset it? ................................................................. 3
4. What is the Mobile Resident App (RENTCafé Resident)? ...................................... 3
5. How do I download the Mobile Resident App? ....................................................... 4
6. How do I log in to the Mobile Resident App? .......................................................... 4
7. How do I check my balance (view my Account Statement)? .................................. 4
Online (Desktop) ................................................................................................... 4
Mobile (App) ......................................................................................................... 5
8. How do I make a Maintenance Request? ............................................................... 5
Online (Desktop) ................................................................................................... 5
Mobile (App) ......................................................................................................... 7
9. How do I make a payment (Pay Now)? .................................................................. 9
Online (Desktop) ................................................................................................... 9
Mobile (App) ......................................................................................................... 9
10. How do I edit the information in My Profile? ........................................................... 9
Online (Desktop) ................................................................................................... 9
Mobile (App) ....................................................................................................... 11
11. I’m a YES Energy customer, how do I view my utility information? ...................... 14
Online (Desktop) ................................................................................................. 14
Mobile (App) ....................................................................................................... 14
12. How do I change my Password? .......................................................................... 14
Online (Desktop) ................................................................................................. 14
Mobile (App) ....................................................................................................... 16
13. How do I logout (Sign Out)? ................................................................................. 16
Online (Desktop) ................................................................................................. 16
Mobile (App) ....................................................................................................... 17
14. My question is not listed here, how do I get further assistance? .......................... 17
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1. What are the CLV Group Online and Mobile Resident Tools?
The CLV Group Online and Mobile Resident Tools are electronic (online and mobile) features available to active CLV Group residents which allow for common day-to-day functions, such as viewing account statements and making maintenance requests, to be completed from a computer or smartphone. The online/web-based (desktop) version of the tool is also referred to as the “Resident Portal”. The smartphone/tablet version of the tool is also referred to as the “App” or “Mobile Version”.
2. How do I register to use CLV Group Online and Mobile Resident Tools?
Registering (or Signing Up) for online and mobile access is simple and can be completed by following these simple steps: (Note that registration must be completed in the online/web-based version of the service. It is not possible to sign up using the App)
a) Visit www.clvgroup.com
b) Click on Resident Portal at the top of the page or select “Online and Mobile Resident Tools” via the Residents menu.
c) Choose your Province, City and Property and click Go To Portal.
d) You’ll be taken to your Resident Services page, where you’ll click on the Click here to register link. Be sure to bookmark your Property’s Resident Services page for future use.
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e) Follow the signup instruction, including providing you First Name, Last Name, Phone Number and Email address (note that this information MUST match exactly the information already on file).
f) When you’ve completed the signup process, a verification email will be sent to you. Follow the instructions in the verification email to login in to your account for the first time.
g) Congratulations! You are now registered to use the online and mobile resident services!
3. I forgot my password, how do I reset it?
To reset your password visit your Property’s Resident Services Page, where you would normally log in, and click on the “Forgot password?” link. You will receive an email at the email address associated with your account. Follow the steps in the email to reset your password. Once your password has been reset, log in as you normally would using your new password.
4. What is the Mobile Resident App (RENTCafé Resident)?
In addition to the web-based (desktop) version of the Resident Services a mobile app option is available for Apple iPhone/iPad devices and Android devices. The app version of the Resident Services offers the same great functionality of the web based version, but in mobile format. Both the Apple and Android apps are identified as the “RENTCafé Resident by Yardi Systems Inc.”
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5. How do I download the Mobile Resident App?
Visit the Apple App Store or Google Play Store to download the app. Search for “RENTCafé Resident”.
6. How do I log in to the Mobile Resident App?
To log in to the app, first open it on your smartphone or tablet. You will see the app identified by the RENTCafé logo:
Once you have opened the app, login with the same username (email address) and password you created when you originally signed up.
7. How do I check my balance (view my Account Statement)?
Online (Desktop)
To check your balance in the web based version of Resident Services, log in to your Resident Services portal and click on the “Account Statements” link at the top of the page:
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Mobile (App)
To check your balance in the app version of Resident Services, log in to the app and select “My Account” from the menu button in the top left of the app screen. Once in “My Account” click on “Account Balance” for a detailed statement.
8. How do I make a Maintenance Request?
Online (Desktop)
To make a Maintenance Request in the web based version of Resident Services, log in to your Resident Services portal and click on the “Maintenance Request” link at the top of the page:
Once you have selected “Maintenance Request”, click on “Submit Maintenance Request” to create a new request.
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To complete the maintenance request, complete all required fields (denoted by an *). Be sure to include access instructions and indicate if you give permission to enter. You may also add attachments, including pictures, to your maintenance request which will help staff identify and action your request as soon as possible. Be sure to provide as much detail as possible! When all fields in your request have been filled out, click “Submit”.
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You can view your request history, including the current status of your new request, by clicking on the “Request History” tab in the Maintenance Request function. Each request is identified by its own unique “Request #”.
Mobile (App)
To make a Maintenance Request in the app version of Resident Services, log in to the app, and select “Maintenance Request” from the menu button in the top left of the app screen.
In the maintenance request screen, click on “New Request” at the bottom:
You’ll be presented with a Maintenance Request Screen. To complete the maintenance request, fill out all required fields. Be sure to include access instructions and indicate if you give permission to enter. You may also add attachments, including pictures and
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voice memos, to your maintenance request which will help staff identify and action your request as soon as possible. Be sure to provide as much detail as possible! When all fields in your request have been completed, click “Save”.
After you have created and successfully saved your Maintenance Request, you can view your request history, including the current status of your new request. To view request history, first go to the main Maintenance Request screen. Toggle between “All” and “Open” to view all your historical maintenance requests or simply those that are currently open. Click on an individual maintenance request to view details. Each request is identified by its own unique “Request #”.
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9. How do I make a payment (Pay Now)?
Online (Desktop)
To make a payment in the web based version of Resident Services, log in to your Resident Services portal and click on the “Pay Now” link at the top of the page. You’ll be taken offsite to the convenient RentMoola online payment site. Note that you may receive a warning from your web browser advising you that you are being redirected. Be sure to check your balance first before visiting the online payment site.
Mobile (App)
Unfortunately, at this time, it is not possible to make a payment in the app version of Resident Services. Alternatively, you may visit http://www.clvgroup.com/residents/pay-online in your mobile browser to make a payment at the convenient RentMoola online payment site. Be sure to check your balance first before visiting the payment site. Note that if you click on the “Make a Payment” link in the app, you will be given a warning that “This community is not currently accepting online payments”. This warning refers only to payments within the app itself.
10. How do I edit the information in My Profile?
Online (Desktop)
To edit your profile information in the web based version of Resident Services, log in to your Resident Services portal and click on the “Profile” link at the top right of the page:
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In the “My Profile” screen, click on the “Edit Profile” button.
Once in the My Profile edit screen, you can update your information including Email, Office Phone #, Home Phone #, Fax Phone #, Mobile Phone # and Vehicle Information. Once you have made all updates, click “Update Profile” to save the changes. Note that if you change your email address, the new email address becomes part of your login information for both the Online and Mobile version of the Resident Services.
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Mobile (App)
To edit your profile information in the app version of Resident Services, log in to the app, and select “My Profile” from the menu button in the top left of the app screen.
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Once in the “My Profile” screen, click on the Edit button to update your information.
Once in the My Profile edit screen, you can update your information including Email,
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Office Phone #, Home Phone #, Fax Phone #, Mobile Phone # and Vehicle Information. Once you have made all updates, click “Save” to save the changes. Note that if you change your email address, the new email address becomes part of your login information for both the Online and Mobile version of the Resident Services.
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11. I’m a YES Energy customer, how do I view my utility information?
Online (Desktop)
YES Energy customer can use the web based version of Resident Services to view their energy consumption and costs. Residents who are not YES Energy customers will not be able to view any utility information in the resident portal and should instead contact their local distribution company for detailed utility information. To view YES Energy utility information simply log in to your Resident Services portal and click on the “Utilities” link at the top of the page:
Click on the “Prior Month” and “Consumption & Cost Profile Tabs” for a detailed look at your consumption and cost information.
Mobile (App)
It is not possible to access YES Energy utility information in the Mobile Resident App. This can only be viewed in the Online (Desktop) version of the Resident Portal.
12. How do I change my Password?
Online (Desktop)
To change your password in the web based version of Resident Services, log in to your Resident Services portal and click on the “Profile” link at the top right of the page:
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In the “My Profile” screen, click on the “Change Password” button.
Once in the My Profile edit screen, you can update your information including Email, Office Phone #, Home Phone #, Fax Phone #, Mobile Phone # and Vehicle Information.
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Enter your Old Password, New Password and a Security Question. Once you have entered all the required information, click submit. You will receive a confirmation that your password has been successfully changed.
Mobile (App)
It is not possible to change your password in the Mobile Resident App. Your password can only be changed in the Online (Desktop) version of the Resident Portal.
13. How do I logout (Sign Out)?
Online (Desktop) To log out of the web based version of Resident Services, click on the “Sign Out” link at the top right of the page:
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Mobile (App)
To log out of the app version of Resident Services, select “Sign Out” from the menu button in the top left of the app screen.
14. My question is not listed here, how do I get further assistance?
If your question is not listed in this FAQ, or you are experiencing technical difficulties, please contact your Site Office. You may also contact our Online and Mobile Resident Services support at [email protected] or 1-855-531-0093.